Fixing issues with verifying your identity

If you see a screen showing that Kit is checking your details, this usually happens when the identity information provided doesn’t match the information displayed on the identity document. It’s very easy to tap a wrong key, miss a hyphen, enter a name into the wrong field (like including a middle name with your first name), or use a nickname instead of a legal name. Licence card numbers can also be difficult to read. 

While you’re waiting for an email from Kit, follow these steps to check your identity information has been entered correctly:  

1. Open the Kit app.
2. Log in using your email address and password, if you have been logged out. You will be redirected to the screen saying that Kit is reviewing your details.
3. Tap the ‘Review ID details’ button.
4. Re-enter any details that are incorrect, exactly as they appear on your identity  
   documents, and tap the ‘Update details’ button.
5. If your details are correct there is no need to make any changes. Tap the ‘My details are correct’ button.
6. If you are having difficulties resubmitting your details, try updating the Kit app. 

I updated my details, why is the app still showing the wrong information? 

The review screen will show the details you first submitted when first creating your account. Rest assured that we have your updated details, and we are working on getting you active in our system as quickly as possible. 

Can I use a different identity document? 

If you’d like to use a different identity document, for example your passport instead of your licence or vice versa, email us at support@heykit.com.au. 

Why are you asking me for employment details and status?  

If you receive an email from us asking about your employment details and status, your name has been flagged by our system as a potential politically exposed person or sanction. For compliance reasons, we need some further information from you to complete your verification.